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The Little big things: 163 ways to pursue excellence

Author: Peters, Thomas J. Publisher: HarperCollins, 2010.Language: EnglishDescription: 538 p. ; 22 cm.ISBN: 9780061894084Type of document: BookBibliography/Index: Includes index
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Includes index

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The Little Big Things 163 Ways to Pursue Excellence Contents INTRODUCTION xix LITTLE 1. 1. It's All About the Restrooms! 3 2. "Small Stuff" Matters. A Lot! 3 3. Flower Power! 4 4. Master the Fine Art of . Nudgery! EXCELLENCE 9 5. If Not Excellence, What? If Not Excellence Now, When? 13 6. Whither Excellence? Or: Asleep at the Wheel. 14 7. "Quality": You'll Know It When You See It. 15 8. Excellence Is .. . 16 SPECIAL SECTION: GURU GAFFES CRISIS 25 9. That Which Goeth Up and Up and Up Doth Not Goeth More Up and More Up and More Up Forever and Ever and Ever. 28 10. Good Things (Especially in Bad Times?) Come in Threes. 31 11. Get China on Your Mind! Get India on Your Mind! OPPORTUNITY 33 12. Tough Times? Matchless Opportunity! Boring Is Beautiful! (Or at Least It Can Be.) 37 14. "Old" Rules. (Yes, Even in the "Age of the Internet.") 39 15. Build Green Now. (No Excuses!) 42 16. Bottom Line in Bad Times: Obsess Over the Top Line. 34 13. RESILIENCE 45 17. Swan Dive: A Guide to Getting On with Getting On. so 50 18. Lifetime Employment Is Dead. Your Career Is Not. 52 "Failure"--Celebrate It! 55 The World's Worst Advice (Please Ignore It). 57 SPECIAL SECTION: THE RECESSION 46 Forty-Six "Secrets" and "Strategies" for Dealing with the GutWrenching Downturn of 2007++ SELF 63 21. You Are Your Product--Develop It. 66 22. Job One: Amuse Yourself! 68 Fitness Power = Staying Power. 69 Mental Gymnastics, Urgency Of. 70 25. You Are Your Story! So Work on It! 74 26. Develop Your R.POV8--ASAP! OTHERS 77 27. Kindness Is Free! 79 28. Civil! Civil! Civil! 82 29. Listen to Ann--and "Act Accordingly." 83 30. "Being There." (Or: How I Learned First Principles from My Grandfather's Last Rites.) 85 31. Appreciating the Great Battle: A Case for Consideration. so 88 32. Thoughtfulness Is Free (or Close Thereto). CONNECTION 93 33. Only Connect... 95 34. They Liked Ike (Because Ike Liked Them). 97 35. Always Make It Personal. 100 36. Commit "Acts of Deliberate Relationship Enhancement." ATTITUDE 103 37. Put the "Eye-Sparkle Factor" on Your Menu. 105 38. Pleasant, Caring, Engaged--at 6 A.M.! 107 39. Hire "Cheerful"--Or: That Damned AV Guy! 109 40. Which "Flag" Are You Waving? PERFORMANCE 113 41. It's Showtime! All the Time! 116 42. Work (Like a Demon) on Your First Impressions. 43. Work (Like a Demon) on Your Last Impressions. 121 44. Work on Your Presentation Skills. (Or: 17 Minutes Can Change the World!) 119 WORK 125 45. On Being a "Professional." 126 46. "Everything Passes Through Finance" (And So Should You). 128 47. What's on the Agenda? Why Don't You Decide? 130 48. We Are All in Sales. Period. INITIATIVE 133 49. Make That "Three-Minute Call"! Today! Now! 136 50. Show Up! (It's a Start.) 138 51. Get Up Earlier Than the Next (in This Case) Gal. 139 52. Make an Insane Public Effort. LEADERSHIP 53. To Lead Is to Measurably Help Others Succeed. 145 54. At Their Service. 146 55. Have You "Hosted" Any Good Employees Lately? 147 56. A Sacred Trust. 149 57. Rat Psych Rules!--Or: Deploying Positive Reinforcement's Incredible Potency. 143 WORDS 155 58. "What Do You Think?" 156 59. "Thank You." 157 60. "I'm Sorry." 161 61. Words of Truth--from a Fiction Writer. NETWORKING 62. One Line of Code: The Shortest Distance Between " Critic" and "Champion." 167 63. "Suck Down" for Success. 169 64. Formula for Success: C(I) > C(E). 173 65. How Does Your "Inside Game" Measure Up? 163 LUNCH Across the Board: Cross-Functional Collaboration Is Issue #1. 178 67. Getting Along and Going to Lunch: Solving the Cross-Functional Cooperation Problem. 177 66. 181 SPECIAL SECTION: THE "EQUATIONS" An Engineer's View of the ... Secrets of Effective Implementation YES 189 68. Just Say Yes!--Or: A Lesson from My Mother-in-Law. 190 69. For the Sheer Glorious 24/7 Fun of It! NO 195 70. "To-Don'ts" Are More Important Than "To-Dos." 197 71. Some Things Worth Doing Are Worth Doing Not Particularly Well. CUSTOMERS 201 72. It's 11 A.M.--Have You Called a Customer Today? 203 73. There's Nothing But Nothing Better Than an Angry Customer! 204 74. What We Have Here Is a Failure to Overcommunicate. ACTION "Trying My Damnedest!" Wrong Answer! 209 76. It Is Not Enough to Care! 212 77. Captain "Day" and Captain "Night": A Tale of Two Deployments. And Two Suggestions. 215 78. If You Want to Find Oil, You Must Drill Wells. 207 75. CHANGE 219 79. Zen and the Art of Achieving Change Where It Already Exists. 222 80. The Way of the Demo. 224 81. Big Change--All at Once! 228 82. Big Change--in a Short Time. 230 83. Clever? Never! 235 SPECIAL SECTION: YOU, ME, AND CHARLIE WILSON'S WAR PASSION 247 84. I Second That Emotion! 248 85. One Rule! Much Gold!! 251 86. Seize the Moments. 255 87. 258 260 262 PRESENCE Managing By Wandering Around--It's All Around You! 88. All Senses! Or Nonsense! 89. Leave Your Wallet (or Pocketbook) at Home. 90. Get Down from Your Pedestal--and Beware the Sound of Laughter! 264 91. Big Plan? No, Small Steps (Steps on the Ground). TALENT 271 92. Hiring: Do You Approach It with Unabashed Fanaticism? 272 273 93. Promotion: Are You Building a "Two Per Year" Legacy? 94. Development: Are You Finding and Cultivating First-Rate ("Godlike") First-Line Supervisors? 95. People Who Lead People: You = Your Development Track Record. 277 PEOPLE 281 96. It's All (ALL!) About ... the Quality of the Workforce. 286 289 290 97. Up with People! Up Your People Budget! 98. Cherish the Last Two-Percenters. 99. The Excitement Axiom--and the People Corollary. GENDER 100. Pronoun Power!--Or: The Customer Is "She." 295 101. Women Lead! (Can Men Learn to Be Good Sports About It?) 293 298 300 102. Men, "Get the Facts": Women Are Different. 103. Dressed for Success? Or: What the History of the Women's Suffrage Movement Taught Me About Hanging In and Hanging In. INNOVATION 104. The Audacity of . . . Research! 105. Adhocracy--Love It or Leave It. 106. Beyond Excellence: The "Berserk Standard." 307 309 311 107. Out of the Shadows: Skunkworks, Revisited. 316 108. S.A.V. (No, It's Not a Kind of Truck.) 318 109. What Have You Prototyped Lately? 320 110. Hell Hath No Fury: Celebrate "Disturbers of the Peace." 322 111. The Innovationl5: What We Know So Far ... 313 LISTENING 327 112. Now Hear This! Listening Is the Ultimate "Core Competence." 332 113. Are You an "18-Second Manager"? 334 114. Get the Story. Give the Respect. 338 SPECIAL SECTION: QUOTATIONS 34 CURIOSITY 115. If You Have to Ask . . . Then Ask (and Ask and Ask). 345 347 116. Reward DNK (Do Not Know). 348 117. Work the Watercooler--Or: Are You Gossiping Enough? LEARNING 118. Making the Grade: Lifelong Learning Is a MissionStatement Must. 353 119. Out-Study 'Em! 355 120. Out-Read 'Em! 356 121. Out-Write 'Ern! 358 122. Now Enrolling: "The People's MBA." 351 TIME 343 123. It Might Be Later Than You Think. 344 124. Time Off for Smart Behavior. us 366 125. Time Out for . . . Daydreaming! 369 126. Master the Art of Milestoning. DESIGN 127. Design Is . . . Everywhere! 377 128. Is It "Lickable"? 378 129. Design Sign: Can You Get There from Here? 373 392 130. Love + Hate = Design Power. DETAILS 385 131. The Case of the Two-Cent Candy. 309 132. If the Envelope Doesn't Fit, Forget It! 391 133. It's All About the Mud. 394 134. Think Billboard Sign. "We Care." "We Don't Care." GRUNGE 397 135. The Enemy Within--Or: There Is No Cost Higher Than the Cost of Rigidity. 400 136. Become a Decentralization Dervish! 405 137. Play the ... Great Grunge Removal Game! 407 138. The 1 Percent Drill: Clearing Away a World of "Slop" in Just 45 Minutes. 409 139. Goal: To Make "Common Sense" More Common. ENTERPRISE 411 140. An Organization Is "People Serving People." (Period!) 414 141. The PSF Mandate: "Work Worth Paying For." 416 142. Don't Let the "Enemy" Rule Your Life. 418 143. Love Your Competitors. 421 SPECIAL SECTION: THE TOP 50 "HAVE-YOUS" RE-IMAGINING 431 144. Create a "Cathedral"! (If Not, What?) 434 145. Enable Dreams. (If Not, What?) 434 146. Launch "Project Ray." 437 147. Realism? Not on My Watch! WOW 441 148. If No WOW, Then . . . No Go. 443 149. What Makes You So Special?--Or: "Only" Beats "Best." 447 150. Is It "Gaspworthy"? 450 151. Extremism in the Defense of WOW Is No Vice. NOW 453 152. Welcome to the Age of Metabolic Management. 455 Walls of "Yesterdays." Walls of "Tomorrows." 456 154. Pissing Away Your Life: Like It or Not, Work Is Life! 459 463 IMPACT 155. Forget Longevity--Think "Dramatic Frenzy." 156. How About Replacing Your "Wish It Were" List with a "Do It Now" List? SPECIAL SECTION: THE HEART OF BUSINESS STRATEGY 465 SUCCESS 489 157. The "3H Model" of Success. 491 158. 493 159. A 5-Word, 5-Point "Complete" "Excellence Manifesto." The Full Nelson--Or: 13 Lessons on "Navigating" Excellence. 498 160. A Cheat Sheet for Tough Times (and Other Times, Too). BIG Retirement Sucks. 503 162. Think Legacy! 505 163. Don't Forget Why You're Here! 501 161. DEDICATION 511 ACKNOWLEDGMENTS 509 517 INDEX

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